00:00 - Intro & Guest Introduction
01:29 - Sandra's Career Journey & Entry into Customer Experience
15:01 - The Importance of Emotional Intelligence in Business
19:48 - Experiences with Team Dynamics & Psychological Safety
41:46 - Unique Feedback Method: SBI (Situation, Behavior, Impact)
45:37 - Conclusion & How to Connect with Sandra

In this episode of the CXChronicles Podcast, Adrian Brady-Cesana welcomes Sandra Thompson from Caversham, near London, to dive deep into the world of customer and employee experience. Sandra shares her rich journey from marketing to becoming a pioneer in customer experience, driven by a passion for emotional intelligence. The conversation highlights the critical role of emotional intelligence in business, the significance of psychological safety within teams, and a unique feedback method called SBI (Situation, Behavior, Impact) that fosters constructive dialogue. Sandra's commitment to enhancing understanding and relationships in the workplace shines through as she discusses her plans to create more educational resources and a book. Connect with Sandra to explore the intersection of emotional intelligence and customer experience.

#CXChroniclesPodcast #CustomerExperience #EmotionalIntelligence #TeamDynamics #PsychologicalSafety #SBIFeedback #Leadership #BusinessStrategy
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